Customer Experience Executive

Better Placed
£25k - £44k pa
27 Jun 2018
25 Jul 2018
KW / 26510
Kate Watson

We are lucky enough to be appointed by the UK's first true fintec based in Central London looking for a Customer Experience Executive for its London team.

Since their launch nearly 15 years ago they are now a leading challenger to some of the most successful and oldest banks. They have just over 1.5 million customers and are hugely passionate about their customers. Its is due to this that they are now looking to bring on a great Customer Experience Executive! Reporting into to the Customer Experience Manager and work closely with the wider Marketing and Operations teams, you will gain the experience of building relationships with other stakeholders. You will support the Customer Experience Manager in reviewing and replying to customer interactions through Social Media channels, identifying opportunities to improve customer facing functionality, process and journeys, as well as analysing data and implementing change.

Duties include:

  • Identifying potential gaps/areas that require improvement in the customer journey, and putting forward potential solutions
  • Monitoring online sites and escalating any customer impacting issues
  • Proactively requesting data and feedback from other areas of the business to provide insights into Customer Journeys and Experience
  • Updating Customer Journey documentation and recommending improvements to improve the customer journey
  • Gathering customer feedback by creating and issuing customer surveys and then analysing the results Reviewing social media touch points, analysing the data and creating and implementing action plans
  • Supporting additional Voice of Customer insight activities
  • Creating ad-hoc communications related to product and servicing issues when needed

Experience needed:

  • Previous experience working in a customer focused environment
  • A background in a customer facing role either from a marketing or operational role
  • Excellent communication skills, both written and oral
  • Ability to work cross functionally and build relationships with all departments and stakeholders
  • Analytical and methodical approach
  • Ability to work on multiple projects and meet deadlines
  • Proficient in updating process and customer journey documentation

What you will receive in return:

  • Competitive salary plus a cash benefits allowance of 7.5% of basic salary
  • 26 days' holiday rising each full year worked up to 33 days
  • Ability to buy and sell a further 5 days each year
  • Life Assurance, Season Ticket Loans plus all the other benefits you would expect from an established employer
  • Excellent Maternity and Paternity benefits
  • Excellent cycle to work facilities
  • Eye Care Vouchers
  • Free fresh fruit every day!